July 2003 - otrs - OTRS mailing lists

Re: [otrs] RE: Quoting the agent reply
by Moshe Livne (Leibovitch) 31 Jul '03

31 Jul '03

Unfortunately, this will not be sufficient. I am looking for a better method that will enable me to really quote (including the ">" that replay of a another agent. I could not find the mechanism that distinguish between standing on the customer and the agent. It seems that I just have to make all the "standard answers" appear, and all will be well. * From: Charles R. \"Rusty\" Thompson * Subject: [otrs] RE: Quoting the agent reply * Date: Thu, 24 Jul 2003 08:10:57 -0700 >>Our agents raised the issue that sometimes there is a situation where one agent answers a ticket and then another, more senior agent wants to add something. The best would be to quote the junior agent reply. This is not possible today - you can only answer when focused on the customer last answer.<< Moshe, We had a similar situation. Our tech guys often need to browse through the message base while writing an answer. Sometimes they have to use notepad to write the response while browsing then finaly paste the whole thing in a reply. The only (temporary) workaround I found was to hack TicketStdResposeString in Agent.pm and set the A target to _blank. Actually what I did was added a small 'new window' icon next to each link. So when they click a reply text link, it opens in the same window... if they click the reply, it opens in a second window. So now when replying, the reply window is in a secondary window and the message thread is in the previous. After posting the reply, the agent simply closes the top window. I know it's hacky, but it works until we can come up with a better solution. And that allows me to bring up a question in case Martin or any of the other guys are reading this. Why is $Env{'images'} not available to Agent.pm? I get Internal server errors every time I try to use it. I had to hard code the image path with my hack to get things going. Charles

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RE: [otrs] Smaller Ticket Number
by Covert, Jake 31 Jul '03

31 Jul '03

I believe this page of the documentation should help explain: http://doc.otrs.org/1.1/html/configfile-ticketnumberformat.html <http://doc.otrs.org/1.1/html/configfile-ticketnumberformat.html> Cheers, Jake -----Original Message----- From: Isamar Maia [mailto:isamar@oaklawn.co.jp] Sent: Thursday, July 31, 2003 7:50 AM To: otrs(a)otrs.org Subject: [otrs] Smaller Ticket Number How can I make the ticker number smaller? Thanks, Isamar

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Problems with installing OTRS from rpm...Please help!
by Siavush Randjbar-Daemi 31 Jul '03

31 Jul '03

Hi all, I am trying to install OTRS on a RedHat 9 box that has all other components (Apache, MySQL ) installed from rpm. I am using the RedHat 8.0 rpm. Installation was fine. but when I tried to restart apache with service apache restart I got the following error: Starting httpd: Syntax error on line 10 of /etc/httpd/conf.d/otrs.conf: Invalid command 'Perlrequire', perhaps mis-spelled or defined by a module not included in the server configuration I don't have mod-perl installed..is installing mod-perl a requirement? I would prefer to avoid having to install it. Many thanks for the help!

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Customer Interface
by Covert, Jake 30 Jul '03

30 Jul '03

OTRS recently added a really great option to allow customers not to have to see a list of their closed tickets when they are in the 'My Tickets' screen. (set via prefs.) But one thing I've noticed, watching my users, is once they set that they have a hard time finding their closed tickets. They have to go back into prefs, and change it to show closed tickets. Is there any way, to add a 'closed tickets' link to the 'My Tickets' screen if the current 'show closed tickets' preference is set to 'No'? I think it would make customer navigation a little easier. ********************************* Jake Covert Infrastructure Analyst Electronic Data Systems PSIC Support Group (586) 986-9698 Work (586) 518-3859 Pager http://www.eds.com <http://www.eds.com> *********************************

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(no subject)
by Pedro Rebelo 30 Jul '03

30 Jul '03

Hello there. I have been looking around and found no answers for my questions. By default, when a customer requests a ticket to any queue, the owner of that queue is root. How can I change the owner of a queue ? Also, is there any way I can forward each ticket that belongs to a queue that I've created to the Postmaster Queue ? (not moving the ticket, just making some sort of a symbolic link). Thank you. Keep up the good work !

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Types of Notes
by Jason Taylor 30 Jul '03

30 Jul '03

By default, or at least as far as I can tell ;-), only one type of note is set to active (note-internal). Is there any functional difference among the various types of notes (note-external, note-report, etc.)? For example, can customers see external notes, but not internal ones? If so, is it configurable as to who can see which types of notes? If so, how? Seems I recall reading something about this in the manual, but I can't find it now. All references to particular portions of the documentation humbly accepted and greatly appreciated.

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Parasitic communication during OTRS operation !
by Jerome Le Montreer(lx-prv) 30 Jul '03

30 Jul '03

Hi everybody Can anybody tell me why my Mozilla is talking to v0.extreme-dm.com or livenet.allyes.com as it is reading the queue tickets ? Thank you Jerome

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Time accounting
by Covert, Jake 30 Jul '03

30 Jul '03

It appears that OTRS 1.1.2 will only account time in integers (1 hour only, 15 minutes, etc). Do you think we could get otrs to support .25 hours, or .75 hours, etc? Thanks. ********************************* Jake Covert Infrastructure Analyst Electronic Data Systems PSIC Support Group (586) 986-9698 Work (586) 518-3859 Pager http://www.eds.com <http://www.eds.com> *********************************

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Address book lists?
by Covert, Jake 30 Jul '03

30 Jul '03

Is there any hope of getting an address book function and distribution lists built into OTRS? A lot of the communications I send out on a daily basic go to a pre-defined list of people and being able to automate that would be really nice. Thanks your all your effort. Cheers, ********************************* Jake Covert Infrastructure Analyst Electronic Data Systems PSIC Support Group (586) 986-9698 Work (586) 518-3859 Pager http://www.eds.com *********************************

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how to return from big bugs? ....
by Jerome Le Montreer(lx-prv) 30 Jul '03

30 Jul '03

Hi everybody Last week I had a big bug with the function of mail pop from a mail server to a tickets queue . There was a hundred of mails which were imported at a time and the pop process forked infinitely until the system stop the joke with a "Too many connections" . The result is that queue have now more than 400 bad tickets . As Martin told me , I tried using the Generic Agent to move the hundreds of bad tickets generated by the junked pop from one queue to another but it did nothing. because i could not find a way to purge the queues quickly, I tried to rename a queue to a junk name and create another with the old name in order to move the few good tickets to the good queue. and now neither the newest queue nor the oldest are visible anywhere so i think the best thing is to destroy everything in OTRS and reinstall. but I dont know how to keep the good tickets ! is it possible to export tickets to TRUE mail folders in order to re-import them in a new DB ? it is the third time i am in a cul-de-sac whith OTRS. I think too much functions have no undo , and too much things are swallowed by the DB without external backup . Another problem : when popping mails to tickets, the tickets are created with the date of now, and not the original date of the mails, which is not necessarily now. Any help ? Thank in advance Jerome

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